Islamabad (Special Reporter):
Federal Tax Ombudsman (FTO) took oath of the Office of Federal Tax Ombudsman on 30.09.2021. In the year 2021, the total number of complaints received stood at 2867. The Hon’ble FTO undertook extensive awareness sessions throughout the country. The Advisors to the Hon’ble FTO also gave priority to disseminate the role/functions of this Forum by conducting awareness sessions, which run in hundreds. Resultantly, there was tremendous increase in institution of complaints. Thereafter in the subsequent years i.e. 2022, 2023 and 2024 the institution of complaints were at 6106, 7889, and 12742 respectively.
In the current year i.e., 2025, FTO Secretariat has received complaints at 35,716 till date. The above referred figures show enhanced confidence and trust of the aggrieved taxpayers regarding redressal of grievances by this Forum. The Hon’ble FTO also emphasized on implementation as well and this Secretariat was able to achieve 98% implementation of the recommendations of this Forum. The Hon’ble President of Pakistan upheld approximately 97% of the recommendations whereas in remaining cases, either it was slightly modified or remanded back. It will also be worth mentioning the Hon’ble FTO’s current four years tenure witnessed total institution of complaints at 64664 which is higher than last 5 tenures spanning over 21 years, where total complaint were received at 37118.
I have had the honor to also serve as Secretary General of the OIC Ombudsman Association (OICOA) and President of the Forum of Pakistan Ombudsman (FPO) which includes all the 14 Ombudsmen in Pakistan.
Forum of Pakistan’s ombudsman framework has achieved remarkable international recognition in last 4 years and today we have President of Asian Ombudsmen, 1st Vice president of International Ombudsmen Institute and Director Asian Region of IOI from the members of Forum of Pakistan Ombudsman, which reflects the international recognition of Pakistani Ombudsmen in the fraternity.
As Secretary General of OICOA i was able to foster strategic significance by strengthened international cooperation, institutional alignment, and policy exchange—positioning Pakistan as a prominent contributor to global ombudsman governance. We held a very successful Ombudsmen gathering of OICOA leaders in Islamabad and played a key role to achieve OICOA affiliated status with OIC.
Another initiative by FTO is Diplomatic Grievance Redressal Cell. FTO hosted multiple Diplomatic Grievances Redressal Seminar to engage directly with diplomatic community in Islamabad and resolve promptly their tax related grievances.
Today we have other countries like Bangladesh and Tanzania emulating Pakistan’s Tax Ombudsman model as they plan to establish a similar system in their own country.
Among achievements, noting recoveries exceeding PKR 23 billion, swift complaint resolution within an average of 34 days.
During my tenure I also prioritized youth development. The FTO Secretariat has successfully completed one of the largest public sector Internship Program 2025 has provided more than 150 young participants from across Pakistan with structured exposure to complaint handling, research, outreach, and inter-institutional coordination.